Hi all,

As per usual, hoping you fine folks have run into this challenge and have a solid workaround or solution. We are migrating from PureConnect to Genesys Cloud (FedRAMP specifically). In PureConnect, we can rather easily set utilization by the agent or queue. We know that in Genesys Cloud utilization is set at the Org or Agent level only. We were hoping the new Utilization labels may offer relief, but so far we aren't sure they'll meet our needs.

Here is our challenge:

We will be a single org with multiple divisions. Each division for the most part will have its own set of queues and agents. Each of these queues will have differing utilization requirements. In the scenario above is there any alternative to having to adjust each agent's utilization individually? Ideally we could set utilization at a Queue or Division level, but that doesn't appear possible.

Any thoughts or suggestions? Seems extremely tedious to manage hundreds or more agents individually for utilization purposes. For each agent, we'll have to know which queue / division they are part of and then set each agents utilization accordingly (trying to avoid any mistakes or ovesights). Fingers crossed that that may be a more efficient approach. 

Thanks as always,

Shane

Hi Shane,

Unfortunately, we need to wait for the release of this solution. we need this feature for yesterday!!!

https://genesyscloud.ideas.aha.io/ideas/INB-I-137

https://genesyscloud.ideas.aha.io/ideas/INB-I-1242

https://genesyscloud.ideas.aha.io/ideas/INB-I-138
Status: In Development

Att,

Hi all,

As per usual, hoping you fine folks have run into this challenge and have a solid workaround or solution. We are migrating from PureConnect to Genesys Cloud (FedRAMP specifically). In PureConnect, we can rather easily set utilization by the agent or queue. We know that in Genesys Cloud utilization is set at the Org or Agent level only. We were hoping the new Utilization labels may offer relief, but so far we aren't sure they'll meet our needs.

Here is our challenge:

We will be a single org with multiple divisions. Each division for the most part will have its own set of queues and agents. Each of these queues will have differing utilization requirements. In the scenario above is there any alternative to having to adjust each agent's utilization individually? Ideally we could set utilization at a Queue or Division level, but that doesn't appear possible.

Any thoughts or suggestions? Seems extremely tedious to manage hundreds or more agents individually for utilization purposes. For each agent, we'll have to know which queue / division they are part of and then set each agents utilization accordingly (trying to avoid any mistakes or ovesights). Fingers crossed that that may be a more efficient approach. 

Thanks as always,

Shane

Hi Breno,

Totally agreed, this is greatly needed. When I review those Ideas above, I see they have been merged with the utilization label idea and now all show Delivered. I don't believe Utilization labels solves this issue. Hopefully I am reading something wrong?

Is there a way to somehow leverage these new labels in a manner that would mimic the ability to set agent utilization at a Queue level?

Thanks,

Shane

------------------------------
Shane

Original Message:
Sent: 03-13-2024 14:34
From: Breno Canyggia Ferreira Marreco
Subject: Agent Utilization options other than per each agent or Org?

Hi Shane,

Unfortunately, we need to wait for the release of this solution. we need this feature for yesterday!!!

https://genesyscloud.ideas.aha.io/ideas/INB-I-137

https://genesyscloud.ideas.aha.io/ideas/INB-I-1242

https://genesyscloud.ideas.aha.io/ideas/INB-I-138
Status: In Development

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 03-13-2024 13:05
From: Shane Jenkins
Subject: Agent Utilization options other than per each agent or Org?

Hi all,

As per usual, hoping you fine folks have run into this challenge and have a solid workaround or solution. We are migrating from PureConnect to Genesys Cloud (FedRAMP specifically). In PureConnect, we can rather easily set utilization by the agent or queue. We know that in Genesys Cloud utilization is set at the Org or Agent level only. We were hoping the new Utilization labels may offer relief, but so far we aren't sure they'll meet our needs.

Here is our challenge:

We will be a single org with multiple divisions. Each division for the most part will have its own set of queues and agents. Each of these queues will have differing utilization requirements. In the scenario above is there any alternative to having to adjust each agent's utilization individually? Ideally we could set utilization at a Queue or Division level, but that doesn't appear possible.

Any thoughts or suggestions? Seems extremely tedious to manage hundreds or more agents individually for utilization purposes. For each agent, we'll have to know which queue / division they are part of and then set each agents utilization accordingly (trying to avoid any mistakes or ovesights). Fingers crossed that that may be a more efficient approach. 

Thanks as always,

Shane

#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Shane
------------------------------

Hi all,

As per usual, hoping you fine folks have run into this challenge and have a solid workaround or solution. We are migrating from PureConnect to Genesys Cloud (FedRAMP specifically). In PureConnect, we can rather easily set utilization by the agent or queue. We know that in Genesys Cloud utilization is set at the Org or Agent level only. We were hoping the new Utilization labels may offer relief, but so far we aren't sure they'll meet our needs.

Here is our challenge:

We will be a single org with multiple divisions. Each division for the most part will have its own set of queues and agents. Each of these queues will have differing utilization requirements. In the scenario above is there any alternative to having to adjust each agent's utilization individually? Ideally we could set utilization at a Queue or Division level, but that doesn't appear possible.

Any thoughts or suggestions? Seems extremely tedious to manage hundreds or more agents individually for utilization purposes. For each agent, we'll have to know which queue / division they are part of and then set each agents utilization accordingly (trying to avoid any mistakes or ovesights). Fingers crossed that that may be a more efficient approach. 

Thanks as always,

Shane

Hi Shane,

We are planning to add additional options for setting utilization such as by division or queue. We are in the early stages of scoping out the work and we don't have an ETA for it yet.

Utilization labels could potentially help here in a limited way. For example, you could set up Utilization for Messages like this:

• Organization Message capacity 4
• Create Label "QueueA" capacity 2
• Create Label "QueueB" capacity 3

If you have a Queue "A" that you only want agents to handle 2 messages at a time, then attach the "QueueA" label to each interaction in that queue via an Architect flow and the agents will not receive more than 2 messages with that label. Similarly for a queue "B" you could do the same for 3 messages. For your other queues that you do not attach either label agents could receive up to 4, the organization maximum.

I hope this helps.

Penny

Hi all,

As per usual, hoping you fine folks have run into this challenge and have a solid workaround or solution. We are migrating from PureConnect to Genesys Cloud (FedRAMP specifically). In PureConnect, we can rather easily set utilization by the agent or queue. We know that in Genesys Cloud utilization is set at the Org or Agent level only. We were hoping the new Utilization labels may offer relief, but so far we aren't sure they'll meet our needs.

Here is our challenge:

We will be a single org with multiple divisions. Each division for the most part will have its own set of queues and agents. Each of these queues will have differing utilization requirements. In the scenario above is there any alternative to having to adjust each agent's utilization individually? Ideally we could set utilization at a Queue or Division level, but that doesn't appear possible.

Any thoughts or suggestions? Seems extremely tedious to manage hundreds or more agents individually for utilization purposes. For each agent, we'll have to know which queue / division they are part of and then set each agents utilization accordingly (trying to avoid any mistakes or ovesights). Fingers crossed that that may be a more efficient approach. 

Thanks as always,

Shane

Hi Penny,

Thanks for the reply. Really good to hear there are plans for queue and/or division level utilization settings.

That would be great and honestly for us it is a key missing piece when comparing PureConnect to Genesys Cloud. We will be using Divisions and basically each division is its own business, which in many cases have different utilization needs. In some cases even within the same Division queues may need different utilization options.

We will explore the utilization labels to see if they can provide some relief.

One last question and I'm not sure if you can help here, I noticed on Ideas several of the Agent Utilization for Queues/Division ideas now show as Delivered. I don't believe that is totally accurate. Can you check into that or see if someone can review them? I took note of a few and included their links below.

Thanks again for the info!

Shane

Agent Utilization by Queue/Division Ideas that now show delivered:

https://genesyscloud.ideas.aha.io/ideas/INB-I-572  - Queue Agent Utilization (Delivered)
https://genesyscloud.ideas.aha.io/ideas/INB-I-1242  - Making Agent Utilization specific to queues (Delivered)
https://genesyscloud.ideas.aha.io/ideas/INB-I-137  - Ability to set utilization per queue (Delivered)

Hi Shane,

We are planning to add additional options for setting utilization such as by division or queue. We are in the early stages of scoping out the work and we don't have an ETA for it yet.

Utilization labels could potentially help here in a limited way. For example, you could set up Utilization for Messages like this:

• Organization Message capacity 4
• Create Label "QueueA" capacity 2
• Create Label "QueueB" capacity 3

If you have a Queue "A" that you only want agents to handle 2 messages at a time, then attach the "QueueA" label to each interaction in that queue via an Architect flow and the agents will not receive more than 2 messages with that label. Similarly for a queue "B" you could do the same for 3 messages. For your other queues that you do not attach either label agents could receive up to 4, the organization maximum.

I hope this helps.

Penny

Hi all,

As per usual, hoping you fine folks have run into this challenge and have a solid workaround or solution. We are migrating from PureConnect to Genesys Cloud (FedRAMP specifically). In PureConnect, we can rather easily set utilization by the agent or queue. We know that in Genesys Cloud utilization is set at the Org or Agent level only. We were hoping the new Utilization labels may offer relief, but so far we aren't sure they'll meet our needs.

Here is our challenge:

We will be a single org with multiple divisions. Each division for the most part will have its own set of queues and agents. Each of these queues will have differing utilization requirements. In the scenario above is there any alternative to having to adjust each agent's utilization individually? Ideally we could set utilization at a Queue or Division level, but that doesn't appear possible.

Any thoughts or suggestions? Seems extremely tedious to manage hundreds or more agents individually for utilization purposes. For each agent, we'll have to know which queue / division they are part of and then set each agents utilization accordingly (trying to avoid any mistakes or ovesights). Fingers crossed that that may be a more efficient approach. 

Thanks as always,

Shane